Senior SAP Service Delivery & Engagement Manager

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities. It offers a career path that is unique, supported by a global scale, inclusive culture, and cutting‑edge technology.

Enterprise Technology provides reliable, secure, and resilient technology services to over 300,000 EY people. This role is part of that capability, ensuring innovative technologies are delivered through emerging collaboration tools and world‑class infrastructure.

The Service Delivery Manager (SDM) oversees the delivery of services provided by the MST to the Mercury User Community. The SDM’s scope covers one or more of the following functional areas:
Finance, Procurement, Service Delivery / Engagement Management, and Customer Relationship Management. The successful candidate will bring deep techno‑functional experience in the chosen area(s), including detailed configuration knowledge of SAP, integration with other applications, and interface management via SAP PI/PO and related middleware solutions.

• Maintain detailed functional knowledge of the relevant SAP area.
• Lead the delivery of MST services to the Mercury user community.
• Manage break‑fixes and represent them in release‑review board calls.
• Plan, prioritize, and manage AMS vendor resources, demand, and workload.
• Engage stakeholders across the IT Services landscape to support the Mercury solution, focusing on technical integration and interfaces.
• Collaborate with GPOs and process leads to develop portfolios and demand plans for the functional area.
• Work with Mercury program functional teams to assess business requirements, impact on global templates, and future releases, and provide input to impact assessments.

• Experience managing service delivery performance and compliance through metrics and service levels.
• Strong negotiation and supplier management skills.
• Ability to communicate across complex stakeholder groups.
• Deep, practical ITILv3 knowledge and experience.
• Experience delivering operational IT support in highly integrated, multi‑application environments.
• Commercially astute with a background in managing demanding customers and suppliers fairly and effectively.
• Familiarity with Service Delivery Administration (SDA) – Engagement Management, Pricing, Engagement Economics, and Billing.
• Relevant SAP experience in areas such as PS, CPM, PPM, LO‑MD‑BOM, LO‑MD‑MM, LO‑VC, Design Studio, SD (Sales and Distribution) with pricing and billing, PLM, and Multi‑Resource Scheduling.

• Bachelor’s degree in a relevant discipline or equivalent work experience.
• Minimum 12 years of SAP experience in both implementation and support roles.
• Direct experience managing complex services, supplier relationships, and budgets.
• Strong service‑management knowledge and awareness of ITILv
  3.
• Certifications in the relevant SAP functional area are preferred.

• Inclusive and globally aware mindset.
• Flexibility to work virtually across multiple time zones and during non‑standard hours when supporting global production systems.
• Open to international travel as required.

• Making informed judgments and taking appropriate action on issues impacting service quality.
• Analyzing business requirements, defining detailed action plans, and setting expectations with stakeholders.
• Assessing service performance data to validate quality against user perception.
• Escalating when necessary and exercising sound judgment to determine the best course of action.
• Applying deep functional SAP knowledge to manage delivery of services, break‑fixes, and vendor resources.
• Collaborating with stakeholders on operational support and integration of the Mercury solution.
• Developing process‑specific portfolios and demand plans in partnership with GPOs and process leads.
• Coordinating with score‑card owners on impact assessments of program releases.

We provide a comprehensive compensation package, including base salary, medical and dental coverage, pension and 401(k) plans, and a range of paid time off. The compensation range for this role, compliant with United States pay…